Growing up in a family deeply rooted in the pest control industry, I’ve had a front-row seat to how this business has changed over the decades. My first experiences weren’t in a boardroom or at a computer—they were outside, helping with termite treatments, mowing lawns, and learning the importance of customer service. At 12, I didn’t realize I was also learning lessons in leadership, problem-solving, and adaptability—lessons that remain central to running a successful family business today.
Over the past century, pest control has evolved dramatically. The tools, techniques, and technologies we use today would have been unimaginable to my great-grandfather Forrest H. Knox, who walked the streets of Atlanta carrying roach powder and mice bait in a leather satchel. And yet, despite these changes, the foundation of our business—the commitment to quality service and building lasting customer relationships—has remained the same. This balance of innovation and tradition is what makes family businesses like ours thrive.
Embracing Technological Advances
Technology has transformed almost every aspect of our work. From digital scheduling software to GPS tracking for service vehicles, technology allows us to operate more efficiently and respond to customer needs faster than ever before. In the past, our recordkeeping relied on paper forms and handwritten notes. Today, we have systems that allow us to track service history, monitor technician performance, and even provide customers with real-time updates about their appointments.
Treatment techniques themselves have also evolved. Modern pest control products are more effective, environmentally responsible, and safer for families and pets. Innovations in termite detection, rodent control, and insect monitoring allow us to identify problems earlier and provide targeted solutions. This is not just about keeping up with the industry—it’s about providing the best service possible to our customers, which has always been our top priority.
Honoring Tradition
Even with all the new technology at our disposal, the principles passed down through four generations remain central to how we operate. My great-grandfather, Forrest, instilled the philosophy that success comes not from the customers you gain, but the ones you keep. That idea still guides our business decisions today. Every employee, every service call, and every customer interaction reflects this commitment to quality and trust.
Tradition also informs the culture of our company. Family businesses have a unique opportunity to create a strong sense of loyalty, both internally and externally. From mentoring young technicians to fostering long-term customer relationships, our business thrives because we value people as much as results. Technology can enhance efficiency, but it cannot replace the human touch that forms the heart of any family enterprise.
Combining the Best of Both Worlds
The challenge—and the opportunity—is finding the right balance between tradition and innovation. Technology allows us to streamline operations, improve accuracy, and respond quickly to customer needs. Tradition ensures that our values, customer service standards, and family-driven culture remain intact.
For example, while we use software to schedule service calls, every technician is trained to communicate personally with customers, listen to their concerns, and provide solutions that build trust. Modern tools make the job easier and more precise, but the personal approach—the handshake, the follow-up call, the commitment to going above and beyond—remains unchanged.
Lessons from the Field
My experiences growing up in the business have taught me that the best innovations are those that enhance, not replace, the human element. Learning from my father, grandfather, and the stories of my great-grandfather, I’ve seen how combining smart technology with proven methods can create a business that is both efficient and deeply respected by its customers.
Leadership in a family business means being able to see the value of both the old and the new. It means teaching your team to respect the methods that built the company while also encouraging them to embrace tools that improve performance and service quality. This dual perspective keeps a company agile and competitive while staying true to its roots.
Looking Ahead
As CEO of Knox Pest Control, I’m committed to continuing this legacy. I want our business to remain at the forefront of the industry, adopting new technologies and best practices, but never at the expense of the core values that have defined us for nearly 100 years. The next generation will inherit not just a company, but a culture—a culture built on integrity, service, and innovation.
The evolution of pest control shows that technology and tradition are not opposing forces. They are complementary tools that, when used wisely, allow family businesses to grow, adapt, and thrive. For me, the future of our business is bright because we honor the past while embracing the tools that will shape tomorrow.
Final Thoughts
From carrying roach powder in a leather satchel to using advanced digital systems and eco-friendly treatments, the journey of pest control has been remarkable. And while the methods and tools have changed, the lessons remain the same: hard work, integrity, and a focus on people—whether employees or customers—will always drive success. By blending tradition with innovation, family businesses like ours can continue to thrive for generations to come.